We carried out this announced inspection on 16 August 2017, under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. We planned the inspection to check whether the registered provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a CQC inspector who was supported by a specialist dental adviser.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?

• Is it effective?

• Is it caring?

• Is it responsive to people’s needs?

• Is it well-led?

These questions form the framework for the areas we look at during the inspection.

Our findings were:

Are services safe?

We found that this practice was providing safe care in accordance with the relevant regulations.

Are services effective?

We found that this practice was providing effective care in accordance with the relevant regulations.

Are services caring?

We found that this practice was providing caring services in accordance with the relevant regulations.

Are services responsive?

We found that this practice was providing responsive care in accordance with the relevant regulations.

Are services well-led?

We found that this practice was providing well-led care in accordance with the relevant regulations.

Background

Waterside Dental Care is in London Borough of Hillingdon and provides private treatment to patients of all ages. The practice is situated within a British Airways (BA) building and provides private treatment to current and retired BA staff, and their friends and family. Non-BA staff can also use this dental practice.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces are available near the practice.

The dental team includes four dentists, one dental nurse, one dental hygienist and one practice manager. The practice has two treatment rooms.

The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager at Waterside Dental Care was the principal dentist.

On the day of inspection we received feedback from 32 patients. This information gave us a positive view of the practice.

During the inspection we spoke with a dentist, a dental nurse and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

• Monday – Friday: 8:30am to 4:30pm

Our key findings were:

• The practice was clean and well maintained.
• The practice had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice had thorough staff recruitment procedures.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
• The appointment system met patients’ needs.
• The practice had effective leadership. Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The practice dealt with complaints positively and efficiently.

There were areas where the provider could make improvements, they should:

• Review the practice's protocols for medicines management and ensure all out of date medicines are stored and disposed of safely and securely.

We spoke with three people who use the service, two members of staff and the principal dentist, who was the registered manager and provider. We also observed one person having a check- up and consultation with the dentist. Feedback from people was positive with comments including, “the dentist takes time to explain the treatment options to me”, the service was “flexible and friendly staff”. People also confirmed that payment options were explained to them.

We viewed three people’s records and found that people had signed where necessary giving consent to treatment. We saw that a sample of people's records were checked and audited every six months to ensure the correct information was recorded and stored for each person using the service.

People said they were happy with the care and treatment they received and that the dentists took time to explain the treatments available so they could make an informed choice. We saw the results of the satisfaction questionnaires completed in 2012. Overall people were happy with the service they received and the practice manager confirmed she would be analysing the results from the 2013 questionnaires to see if improvements needed to be made to the service.

There were effective systems in place to reduce the risk and spread of infection. The surgery rooms and the decontamination room were clean, well maintained and infection control guidelines were being followed by staff.

The practice was adequately staffed to meet the needs of the people using the service.

People said they would be confident to raise any concerns they might have so they could be addressed.